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Support

In-product Support Request​

If you can open the Realfire app, then you can submit your issue/questions via In-product support process.

  1. Goto Help Menu -> Contact Support

  2. Enter the issue description

  3. Email is pre-filled with license email or earlier support email. If that is not accurate, enter the correct email as we will reply back to you on that email. Response timeline is typical within a day but most of the time, it is less than that.

  4. Click Submit

Email Support Request​

If you are not able to start the Realfire app or product is not responding after starting, then you can request support over email.

Please send us email at support@datasert.com. Please be descriptive on the issue you are facing and attach any necessary log files or sample data files that might help us to resolve the issue faster.

Dump Stacktraces​

If the product is not responding or hanging, sometimes support asks you send the product stacktraces. Stackstrace gives information about how product internal processes are doing. It doesn't contain any of your data so it is safe to submit that.

To dump stacktrace, follow these steps.

  1. Identify the process id (pid) of Realfire (see below section on how to identify pid based on your OS)

  2. Goto terminal (see below section on how to open terminal)

  3. Run command jstack -l {pid} > realfire-stacktrace.txt where {pid} is the realfire process id that you identified in step 1

  4. Attach realfire-stacktrace.txt file in an email and send to support@datasert.com or reply to the support ticket email.

Here is head snippet of how the stacktrace dump looks like

$ jstack -l 8394
2020-02-09 08:23:20
Full thread dump OpenJDK 64-Bit Server VM (11.0.5+10-LTS mixed mode):

Threads class SMR info:
_java_thread_list=0x00006000010e7fc0, length=48, elements={
0x00007ff2604b4000, 0x00007ff265c24000, 0x00007ff260569000, 0x00007ff26054f000
}

"main" #1 prio=6 os_prio=31 cpu=14496.91ms elapsed=441.60s tid=0x00007ff26001d000 nid=0x307 runnable  [0x00007ffee5217000]
   java.lang.Thread.State: RUNNABLE
	at org.eclipse.swt.internal.cocoa.OS.objc_msgSend_bool(Native Method)

Identify Realfire Process Id (pid)​

When you start the Realfire application, OS (mac or windows) assigns a number to that execution called process id (pid). Note that each time you start the application, OS assigns a different pid. So you cannot re-use pid from earlier execution.

To get the current execution pid, follow these steps as per your OS.

Mac OS​

  1. Open the Activity Monitor app from spotlight or launch pad

  1. Eneter Realfire in the search box. It should show the realfire process with pid display at the right side of the screen.

Open Terminal​

Terminal is a console application that lets you execute commnad line (cli) applications. Follow the below steps to start the terminal

Mac OS​

Open the Terminal app from spotlight or launch pad

Windows​

Open the Cmd app from Explorer search input